Within each Postal District, the Consumer and Industry Contact (C&IC) offices, are equipped to work with postal customers needing assistance with concerns that could not be resolved with the local Post Office™ and complicated issues requiring additional time and research.
These are some of the tasks the C&IC office does on a "District" or local level:
- Manages the implementation of programs and policies for all customer interaction and support covering individual consumers, small businesses, large corporations and commercial mailers within a District
- Provides information and assistance for postal products and services.
- Oversees the resolution of customer issues and congressional inquiries; and promotes a proactive relationship that builds and improves customer retention
- Serves as the Postal Service spokesperson for individual postal customers and coordinates with field operations to assess policies, procedures and proposals for service changes and improvements.
The district C&IC Office serves as the initial point of escalation if a local Post Office cannot resolve a customer’s issue to their satisfaction.